JW Marriott Beijing GM: Luxury hotels need to go back to basic

"Luxury and five-star do not necessarily mean a beautiful surface, but service attentiveness and consistency," Wong said, citing an attentive room attendant in her hotel will leave more servings of shampoo and conditioner if the attendant discovers more fallen long hair when cleaning the bathroom. "And consistency means the attendant will pass on the message to his or her workmates when leaving the shift."

General Manager of the Year 2018, Wong said she and her team will carry on the tradition of being "back to basics" at the backdrop of the complex and ever-changing market. "I believe a guest may come back simply because a certain attendant took care of him or her well during the stay or knows the guest's preference."

"Back-to-basics" also means innovation. JW Marriot Beijing launched this year's summer special - beer garden at its outdoor Asia Bistro. Guests will taste craft beers including some popular Beijing local brewed beers and street foods like hot crayfish.

"Luxury hotels need to go down-to-earth. You can taste top brand bottle or tin beer and local craft beer, as well."

The Marriot hotel veteran sees great change in consumption style of Chinese guests during the past decade as they are becoming more sensitive in quality and taste but not necessarily in cost. "Newlyweds may spend more simply on details like ballroom flowers or banquet foods instead of simply paying for a bigger party containing more guests," Wong said.

Born in Hong Kong and educated there and in Japan, Wong said she never regretted making the decision to work in Beijing although it was not that common among Hong Kong residents more than a decade ago. She may never have gained hotel-opening experience in Hong Kong because the market there is almost full.

"The decision was of courage because what I opened is the historical 3,000 Marriot hotel worldwide and a flagship property in central Beijing."

A working mother of a 6-year-old girl, she cherishes every moment with her daughter even though it is only 30 minutes before the child goes to sleep. "The secret is, I never miss her special moments like ceremonies or performance shows...otherwise I will achieve neither (career or parenting)."

Contact the writer at guanxm@chinadaily.com.cn